From the course: Customer Service in the Field (2017)
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Know thy customer
- A first impression is important. Okay, it's a pretty big deal, but there are a lot of ways to make your customers feel special, and one of the best and easiest ways to do that is to know them. Yes, you heard me right, it's known as KTC, know thy customer. My business mentor has always said, you should never go into a meeting unprepared. In fact, he's also gone on to say, you should almost never be unprepared for anything a customer says. I agree. You should never be surprised by something you should know, and if you are, then perhaps you've been negligent. Now that might sound a little bit harsh, but we need to know our customers better if we want to provide great service in the field. Here are some steps you can take to know thy customer. First, do your research. This can make the difference between success and failure. Before visiting a client, be sure you spend five minutes to identify if there's anything you have no excuse not to know. Is there any recent news? Do a quick Google…
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